Most companies can run a Net Promoter Score programme themselves. The hard part is starting one. Here is what an outside consultant is actually for, what it costs you in executive time rather than fees, and the cases where we tell people to do it in-house.
Both platforms will send your survey and calculate the score. The difference that decides a B2B programme is who the tool was built for, and whether it understands that six responses from one account are one relationship. Here is the honest comparison, including where Medallia fits and when Qualtrics is the better buy.
When someone gives you a zero on NPS, they aren't just rating you, they're sending a message. The data backs it up: response rates spike at zero across four companies, and comment rates climb as scores fall, in a remarkably consistent shape. Here's the analysis, why it matters for service recovery design, and the case for treating zeros as a separate workflow.
Strategy firms, software vendors and specialist consultancies all sell Net Promoter Score help, and they are not interchangeable. Here is how to tell which one you need, the six questions that separate a good NPS consultant from a costly one, and the red flags to walk away from.
It's tempting to use NPS to track staff performance. It's also a fast way to break the program. Here's why score-focused NPS management produces score-begging instead of improvement, and what to focus on instead, including the case for targeting response rate not NPS.
Wall Street pressure pushes companies to cut customer service costs to hit the next quarter, even though the University of Michigan's hedge portfolio based on the American Customer Satisfaction Index shows customer satisfaction beats the market. Here's the case study, the research, and what it implies for treating customer service as an investment instead of a cost line.
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